Every fountain, marble artwork and sculpture we craft is built to hold its beauty for years, not just a season. This policy explains exactly what is protected, for how long, and how we resolve a concern should one arise.
Every piece that leaves our studio has passed through the hands of an artisan who takes personal pride in its finish, structure and material integrity. Because handcrafted work is judged over years, not weeks, we stand behind the construction of what we make with a clear warranty against genuine manufacturing faults. This policy sets out what that warranty covers, how long it lasts, and what falls outside it, so you can enjoy your piece with confidence and know exactly where to turn should something ever need our attention.
Our warranty protects the core integrity of your piece across four areas.
Coverage against faults in the underlying construction or support of your piece.
Protection against genuine faults in the stone, metal or resin used in production.
Coverage for faults arising from the carving, casting or finishing process itself.
Protection against flaws that were present when your piece left our studio.
Wall art, sculptures and heritage pieces are covered for genuine manufacturing faults for ninety days from the date of delivery.
Indoor and outdoor water fountains are covered for genuine structural and material faults for ninety days from the date of delivery.
Fully bespoke and commissioned projects may carry warranty terms specific to the piece, confirmed in writing with your specialist before production begins.
Our warranty is focused on genuine manufacturing faults. The following fall outside its scope.
Accidental impact, mishandling or damage occurring once a piece has left our care.
Faults caused by improper installation, unsuitable flooring, or an unsuitable environment.
Veining, tone and texture differences inherent to natural stone and handcrafted finishes.
Gradual fading, surface wear or finish changes that occur naturally over time and use.
Pumps, lighting and wiring beyond their own manufacturer warranty terms.
If your piece arrives damaged, the fastest resolution follows these steps.
Contact our team as soon as possible, and no later than forty-eight hours after delivery.
Share clear photos or a short video of the damage, taken before the piece is moved or cleaned.
Keep the original crate and packaging materials until your claim has been fully reviewed.
Our team reviews the evidence provided and, where needed, coordinates with our shipping partner.
We confirm a repair, replacement or other resolution based on the extent of the damage found.
Claims reported after the forty-eight hour window, or without supporting photos taken before the piece is unpacked further, may be more difficult for us to resolve in your favor. Reporting promptly gives our team the clearest picture and the best chance of a fast outcome.
Reach our team through the contact page with a short description of the concern.
Provide your order number or receipt so we can confirm coverage and warranty dates.
Share clear images of the concern so our team can assess it before any inspection.
Our specialists review the evidence, and in some cases arrange an in-person or virtual inspection.
Once confirmed, we agree on the appropriate resolution and move forward without delay.
Where a claim is approved, we offer the option best suited to your situation.
Our artisans restore the affected area to match the original craftsmanship.
A new piece is produced to the same specification where repair is not practical.
Credit toward a future commission, valued at the price of your original piece.
A partial refund where a minor confirmed fault does not warrant full replacement.
This warranty covers the repair, replacement or resolution of the piece itself and does not extend to incidental costs such as third-party installation, removal or reinstallation fees, unless those services were provided directly by Cryptic Illusions as part of your original order. Our liability under this warranty is limited to the value of the piece in question, and does not extend to consequential loss arising from a delay or fault. Nothing in this policy limits any right you hold under applicable consumer protection law, which continues to apply alongside these terms.
This warranty is extended to the original purchaser of the piece and is not automatically transferable to a subsequent owner. Where a piece changes hands, for example as part of a property sale or a private resale, we are happy to discuss whether any remaining warranty period can be reassigned, subject to confirmation of the original order details and the condition of the piece at the time of transfer. Please contact our team directly to discuss a transfer request.
Our specialists are happy to help you with warranty questions, product inspections, replacement options, and claim support.
Contact Our Team